Toast: Voids vs. Comps SOP

Procedure#:HB SOP 72

Function:Management Policies

Implementation Date:03282024

Policy/ Purpose:  Voids and Comps are two different issues and must be addressed separately.  This policy is to help better understand when to void an item versus comping an item.  For guest challenges that require refunds, please see Toast Refund Same Day/Different Day SOP’s.

Procedure:

1. Voids are only permitted when the good or product was not made or consumed by the guest.  Voids are appropriate when:
   1. The guest changed their mind, prior to the food being made or beer being poured
   2. The bartender made a mistake and rings the wrong item in, prior to the food being made or beer being poured
   3. An item was rung on the wrong check – it can be voided and placed on the proper check as a “no make”
2. Comps are when the good or product has been made or consumed by the guest.  Each item that needs to be discounted or comped needs to have a specific reason for each item.  It is important to comp, not void these items, as they have been made or poured, and it impacts food and beverage costs.  The following are acceptable reasons for comping an item, and at the bottom of the list are items that are an inherent part of beer or food cost::
   1. Manager Comp- for manager discretion only
      1. No Card on file (we want the manager to trace & correct to find the root cause of the issue);  Manager discretion to do something special for a guest because of an anniversary, birthday, other celebration when there is nothing wrong and we want to show extra appreciation (usually a food item or combination food/beer, such as a small bite or dessert)
   2. 50% Employee Discount Food for Team Member food discounts
      1. All FOH Staff, BOH Staff on day when they are not working or not clocked in, Brewery Staff, Maintenance Technician
   3. $5 Advertising Discount
      1. coupon associated with advertising efforts with airport, local Chamber of Commerice, Boy Scouts, MGN Downtown Bucks, or Offline Group
   4. 50% Employee Discount Merchandise for Team Member Merchandise discounts
      1. All merchandise unless given to the team member by HR in a giveaway, or initial uniform, which requires a Merchandise Acquisition Form (see Merchandise SOP)
   5. 50% Off Merch
      1. 50% applied to certain items that we are discontinuing
   6. Wholesale Comp for items going to a wholesale account
      1. Items that the wholesale manager needs for an account, which could be Crowlers, canned beer, merchandise, or meals if entertaining in house
   7. Thank you Comp
      1. Times when we want to thank a guest for their patronage or alerting us to something that allows us to improve (usually only a beer)
   8. Staff Beverage Comp for staff beverages
      1. Includes all After Shift Beers and the one soda per shift
   9. Management Food Comp for all manager food
      1. Maintenance Manager, Head Brewer, Brand & Marketing Manager, AGM’s, GM’s, Sous Chefs, AOM, Ops Mgr, HR Manager, Finance Manager, Wholesale Manager
   10. Kitchen Shift Meal Comp
       1. For one kitchen meal per shift (non-management)
       2. Only applies to kitchen team members while they are working the shift
   11. Guest Recovery Comp
       1. Giving a guest something to get them to come back because they did not enjoy their food or beverage
       2. Includes Food or Beer Quality issues, where an item went out and the guest did not enjoy for whatever reason
   12. Marketing Comp- Any items used for marketing promotion
       1. Items made for social media, donations, or as requested by Brand & Marketing Manager
       2. Event cop for any items where a voucher has been given to an entertainer to perform st Hillman Beer
   13. Intern Comp for any meals an intern would consume
       1. Brewery Intern
   14. Training Comp for any meals during a FOH new hire training period
       1. First 5 days of FOH training, including Expo training day; BOH training meals can go to kitchen food comp for simplicity
   15. Uniform Comp for any uniforms given to a team member
   16. Owner Comp-Item for any item an owner/COO purchases
       1. President/COO, Greig Hillman, Brad Hillman, Gregg and Linda Hillman
   17. CC Declined Comp for any time we are unable to collect payment on a pre-authorized card- must follow Pre-authorization Declined SOP
   18. Inherent part of beer cost: Beer samples for our guest; built into expected costs; need to monitor to ensure we are using samples to help drive guests to make the best decision since we guarantee we will find a beer they will like
   19. Inherent part of food cost: Waste in the kitchen- this could be fries that sat too long, a burger that fell apart while on the grill, an overcooked burger that did not go out; additional sauces where we are unable to collect money for is built into food cost as well.